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Issue January 2004                               "Keeping Businesses Moving Towards Success"

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Customer Complaint or Service Opportunity?

by: Greg Barrette

It would appear that no one benefits when a customer is upset. Your best efforts to avoid the upset customer do not always work. But ignoring the upset or complaining customer is not the way to build a successful business. That customer is valuable to you. The upset and silent customer leaves and doesn’t comeback. That equates to lost sales and negative feedback to potential customers that you may never hear about. The customer that complains leads to improvement.

The upset customer wants to tell you what is wrong. This gripe actually benefits you in two ways. First, you can learn from past mistakes and prevent the same error from occurring again. Second, a customer whose problem has been satisfactorily resolved tells others about the great service they received. In the end your customer is not only more loyal but also a spokesperson for your business.

First impressions are lasting especially in customer service. There are a variety of things you can do to present a positive and helpful attitude without saying a word.  Remember, your body language says a lot about your attitude. Mentally take the attitude that you want to help and don’t view a customer question or complaint as an interruption or nuisance. This will help set your body language.  Here are a few more tips to remember when trying to make the best impression in the worst situation.

Greg Barrette is a speaker, consultant, and trainer in the areas of Interpersonal communication, sales, and customer service. He may be reached at barrettegreg@yahoo.com

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